Last updated: [Date to be confirmed]

This Refund, Cancellation and Rescheduling Policy explains the arrangements that apply when clients purchase, cancel or request changes to products and services provided by The GL Consultancy.

The policy covers our three specialist online programmes, Critical Friend Mentoring, independent reviews and audits, and specialist consultancy services.

Our aim is to provide clear, fair and consistent arrangements for clients while recognising the different delivery requirements of each service.

The policy should be read alongside our Terms and Conditions and any separately agreed written consultancy or independent review agreement.

​Nothing in this policy excludes or limits any statutory consumer rights that cannot lawfully be excluded.

The GL Consultancy applies clear and consistent cancellation, refund and rescheduling arrangements to clients purchasing the same type of product or service.

The applicable conditions depend on the nature of the service purchased, including whether it involves digital learning content, scheduled professional mentoring or a separately commissioned organisational assignment.

Clients will be informed of the relevant cancellation and refund conditions before completing a purchase or entering into a service agreement.

Where statutory cancellation rights apply, including applicable rights relating to distance contracts, those rights will be respected.

The commencement of digital content delivery or professional services during a statutory cancellation period will be managed in accordance with applicable legal requirements, including any necessary client consent and acknowledgement.

Refunds will be processed through an appropriate payment method and within the time limits required by applicable law.

​Nothing in this policy removes or restricts statutory rights or remedies available to clients where products or services do not meet applicable legal requirements.

The GL Consultancy provides specialist online programmes through a combination of self-paced digital learning, downloadable resources, practical assignments and individual professional discussions.

Cancellation Before Programme Access

Where an eligible client purchases a programme online, a statutory cancellation period of 14 days will normally apply from the date of purchase.

Clients who cancel within the applicable statutory period, before digital content has been supplied or services commenced, will receive the refund required by law.

Immediate Access to Digital Learning

Clients may choose to access their purchased programme immediately rather than wait until the statutory cancellation period has expired.

Where required by law, immediate access will be provided only after the client has expressly consented to digital content being supplied during the cancellation period and acknowledged that this will result in the loss of the statutory cancellation right once supply begins.

The GL Consultancy will provide the required confirmation of that consent and acknowledgement.

Cancellation After Programme Access

Where digital content has been supplied following the legally required consent and acknowledgement, the statutory right to cancel that digital content purchase may be lost.

This does not affect statutory remedies where digital content is faulty, not as described or otherwise fails to meet applicable legal requirements.

Programme Packages

Where two or three programmes are purchased together, the applicable cancellation arrangements will be explained before purchase.

Any refund entitlement will take account of the package purchased, the content and services supplied, and applicable statutory rights.

Programme Delivery Problems

Where The GL Consultancy is unable to provide purchased programme access or an included service, it will seek to resolve the problem within a reasonable period.

​Where an appropriate remedy cannot be provided, clients will be entitled to any refund or alternative remedy required by applicable law.

Critical Friend Mentoring is available as a single 60-minute session or as a package of three or six sessions.

Each session includes the agreed review of an initial draft document, an individual online mentoring discussion and a follow-up review of the revised document within the agreed scope.

Cancellation Before Mentoring Begins

Clients may cancel a mentoring purchase in accordance with their applicable statutory cancellation rights and this policy.

Where a statutory cancellation period applies, clients may request that mentoring services begin during that period. Any required express request and information about the consequences of early service delivery will be obtained before services commence.

Cancellation After Mentoring Begins

Where mentoring has commenced at the client's express request during an applicable statutory cancellation period, any cancellation and refund will take account of services already provided, where permitted by law.

Services already provided may include document examination, preparation, mentoring discussions and follow-up reviews.

Three-Session and Six-Session Packages

Clients purchasing a mentoring package receive the agreed number of sessions at the applicable package price.

Cancellation of a partly used package will be handled consistently with the applicable statutory rights and the standard package conditions disclosed before purchase.

Any refund calculation must account for the services supplied and must not impose charges that are unlawful or unfair.

Rescheduling Mentoring Appointments

Mentoring appointments may be rescheduled in accordance with Section 7 of this policy.

Where The GL Consultancy must cancel or reschedule a mentoring appointment, a suitable alternative will be offered without additional charge.

Service Delivery Problems

​Where an agreed mentoring service cannot be delivered, The GL Consultancy will seek to provide an appropriate replacement appointment or other suitable remedy, without limiting the customer's statutory rights.

Independent Reviews and Audits are individually commissioned professional services, with the scope, deliverables, timescales and fees agreed in writing before work begins.

Cancellation Before Work Commences

Clients may request cancellation before the agreed review or audit has commenced.

Any refund entitlement will be determined in accordance with applicable statutory rights and the cancellation provisions agreed before the engagement was accepted.

Where advance payment has been made and no chargeable work has commenced, the amount refundable will be determined by the agreed contractual arrangements, subject to applicable law.

Cancellation After Work Commences

Where a client cancels an engagement after work has commenced, The GL Consultancy may charge for work reasonably completed and authorised expenses incurred up to the effective cancellation date, where permitted by the agreement and applicable law.

Work completed may include preliminary analysis, document examination, evidence evaluation, professional consultations and preparation of findings or reports.

Any remaining balance will be refunded where required by the agreed contractual arrangements or applicable law.

Changes to the Agreed Scope

Requests to postpone, substantially change or reduce the scope of an agreed review or audit will be discussed with the client.

Where such changes affect the work required, timetable or professional fees, the revised arrangements will be confirmed in writing before implementation.

Cancellation by The GL Consultancy

Where The GL Consultancy is unable to complete an agreed engagement, the client will be informed promptly.

Appropriate arrangements will be made concerning work already completed, outstanding deliverables and any refund due, in accordance with the agreement and applicable law.

Statutory Rights

​Nothing in these arrangements excludes or restricts any statutory rights or remedies that apply to the client.

Specialist Consultancy engagements are individually commissioned professional services, with the scope, deliverables, responsibilities, timescales and fees agreed in writing before work begins.

Cancellation Before Work Commences

Clients may request cancellation before consultancy work has commenced.

Where no chargeable work has been undertaken, any advance payment will be refunded in accordance with the agreed contractual arrangements and applicable statutory rights.

Cancellation After Work Commences

Where a client cancels an engagement after work has commenced, The GL Consultancy may charge for work reasonably completed and authorised expenses incurred up to the effective cancellation date, where permitted by the agreement and applicable law.

Any balance due to the client will be refunded in accordance with the agreed contractual arrangements and applicable law.

Changes to Consultancy Assignments

Clients may request changes to an agreed consultancy assignment, including its scope, deliverables, delivery arrangements or timetable.

Where changes affect the resources required, professional fees or completion dates, revised arrangements will be agreed and documented in writing before implementation.

Postponement and Rescheduling

Requests to postpone agreed consultancy activities will be considered in accordance with the contractual arrangements and the practical implications for scheduled work.

Any applicable charges associated with postponement or rescheduling will be identified in the engagement agreement.

Cancellation by The GL Consultancy

Where The GL Consultancy is unable to fulfil an agreed consultancy engagement, the client will be informed promptly.

Appropriate arrangements will be made concerning completed work, outstanding deliverables and any refund due, in accordance with the agreement and applicable law.

Statutory Rights

​Nothing in this section excludes or restricts statutory rights or remedies that cannot lawfully be excluded.

This section applies to scheduled appointments associated with specialist programmes, Critical Friend Mentoring and other professional services provided by The GL Consultancy.

Appointment Confirmation

Appointments will be confirmed through the designated booking system or by direct agreement with the client.

Clients are responsible for attending scheduled appointments and ensuring that any required documentation has been submitted within the agreed timescales.

Rescheduling by the Client

Clients may request to reschedule an appointment by providing at least 24 hours' notice before its scheduled start time.

Where sufficient notice is provided, the appointment may be rescheduled without an additional charge, subject to availability and any applicable package conditions.

Late Cancellation or Rescheduling

Requests received less than 24 hours before an appointment will be considered in accordance with the applicable service conditions.

Where legally permitted, an appointment may be treated as used if the client fails to attend or cancels without sufficient notice.

Any applicable charges or loss of session entitlement will be clearly disclosed before purchase.

Failure to Attend

Where a client does not attend a confirmed appointment without providing notice, the session may be treated as used, subject to applicable statutory rights and the agreed service conditions.

Rescheduling by The GL Consultancy

Where The GL Consultancy must cancel or reschedule an appointment, the client will be informed as soon as reasonably practicable.

An alternative appointment will be offered without additional charge.

Where a suitable alternative cannot be arranged, any applicable refund or other remedy will be provided in accordance with the agreed contractual arrangements and statutory rights.

​Exceptional Circumstances

Exceptional circumstances, including serious illness, emergencies or significant technical disruption, will be considered fairly when applying cancellation and rescheduling arrangements.

Clients wishing to request a refund should contact The GL Consultancy using the business contact details provided in this policy.

Submitting a Refund Request

Refund requests should include the client's name, relevant programme or service, purchase or invoice reference, and a brief explanation of the request.

Additional information may be requested where reasonably necessary to verify the purchase and assess the refund entitlement.

Reviewing Refund Requests

Refund requests will be reviewed fairly and consistently in accordance with this policy, the applicable contractual arrangements and statutory rights.

Clients will be informed of the outcome and, where relevant, the basis for the decision.

Refund Processing

Approved refunds will normally be made using the original payment method unless an alternative arrangement is agreed and legally permitted.

Where UK statutory cancellation rights apply, refunds will be issued within the applicable legal deadline, generally no later than 14 days after The GL Consultancy has been informed of a valid cancellation.

Where other contractual refund arrangements apply, refunds will be processed within the timeframe specified in the applicable agreement or required by law.

Payment Processing Charges

Any treatment of transaction fees, currency conversion differences or other payment-related charges will comply with applicable law and the agreed contractual terms.

Clients will not be charged unlawful deductions from refunds to which they are entitled.

Disputed Refund Decisions

Clients who disagree with a refund decision may request a further review by The GL Consultancy.

​This process does not restrict any statutory rights or available legal remedies.

Contact and Enquiries

For questions about this policy, cancellation requests, rescheduling arrangements or refunds, please contact The GL Consultancy.

Email: [Business email address]

Website: theglconsultancy.co.uk

Business correspondence address: [To be confirmed]

Policy Updates

The GL Consultancy may update this policy to reflect changes in its services, operational arrangements or applicable legal requirements.

The current version will be published on the website with its latest revision date.

Changes will not retrospectively alter existing contractual rights or obligations unless permitted by law or agreed by the parties.

Related Policies

​This policy should be read alongside The GL Consultancy's Terms and Conditions and Privacy Policy.